1. School of something FACULTY OF OTHER Leeds University Library LibQUAL+ at Leeds - one year on Pippa Jones Head of Customer Services, Leeds University Library January 2007

2. One year on What have we learned about? Planning the survey Monitoring progress Analysing the results Reporting Next steps

3. Planning the survey When? April 2006 How? Library Survey Group What? 5 local questions ? Who? Library staff Disciplines

4. Population and Respondents by customised discipline

5. Going live Mail box Monitoring progress Comments 865 respondents Topic Comments Resources246 Estates186 Services160 E-resources156 General140 Staff139 Opening hours129 Behaviour89 Equipment64 Information skills28

6. Radar charts Adequacy gaps Frequency of library use – bar charts Demographic data Comments Further analysis – 4 faculties Analysing the results

7. All respondents – 2231 Ugrad – 1462 Postgrad – 504 Academic –183 Staff - 98 Library staff - 84 Core questions summary

8. Core questions - respondent type Undergraduate – 1462Postgraduate – 504 Academic –183

9. 1. IC1 - Making electronic services available from home or office – all 2. IC2 - Library web site enabling me to find information on my own – 3 rd UG, 4 th PG and Acad 3. IC8 - Print and/or electronic journal collections I require for my work – 2 nd Acad, 3 rd PG, 6 th UG 4. IC4 -The electronic information sources I need – 2nd PG, 3 rd Acad 5. IC5 - Modern equipment that lets me easily access needed information – 4 th UG, 6 th PG 6. IC6 -Easy to use access tools that allow me to find things on my own – 5 th UG, 6 th PG, 5 th Acad Most important services Highest mean desire

10. Reporting Know your target audience: Library Strategy Group - Strategic direction of service Academic staff - Managing expectations Students - Operational issues Library staff - Opportunity to thank

11. Benchmarking SCONUL libraries Leeds University Library

12. What next? Action plan – in process 2 year planning cycle LibQual+ survey every year Further investigations: - opening hours - electronic resources - library premises plan

13. Any questions? Contact : Pippa Jones, Leeds University Library p.f.jones@leeds.ac.uk